We are using RT5.0.2
One xyz user was added to one Queue and was able to perform all kind of operations. Couple of months ago this user change the department and we have to remove this user from the queue.
Now this user tried to create a ticket via email but system denied her request.
Everyone else is able to create tickets with no issues via email.
[116272] [Mon Jan 24 18:58:59 2022] [crit]: Failed attempt to create a ticket by email, from XX344@XXxXX.com: XX344@XXxXX.com attempted to create a ticket via email in the queue DEVREQ; you might need to grant ‘Everyone’ the CreateTicket right. (/opt/rt5/sbin/…/lib/RT/Interface/Email.pm:708)
[116272] [Mon Jan 24 18:59:00 2022] [crit]: Permission Denied: XX344@XXxXX.com has no right to create tickets in queue DEVREQ (/opt/rt5/sbin/…/lib/RT/Interface/Email.pm:708)
I have tried to add rights for this user but system says “Invalid Username”. I have checked in the database table “users” and see the user entry there.
If you search the user on the Admin->Users page make sure to search ‘all’ in the Include section and maybe disabled to make sure the user is actually there and active?
If you limit the scope to 'Include:Privileged" do they still show up?
I.e. under Access Control for the user is “Let this user be granted rights (Privileged)” checked?
By default the Rights pages only deal with privileged users except for the unprivileged group.